How to Respond to Negative Reviews

In this TikTok age, consumers have more power than ever. On one hand, a customer could post about how much they love your products, go viral and grow your brand presence (yay!). But that virality isn’t ideal when your brand gets a negative review. How you handle bad reviews can make or break your brand. So let’s talk about how to respond to negative product reviews and turn a negative customer experience into a positive one.

Acknowledge it quickly.

The longer a negative review goes unanswered, the more it can damage your reputation. A quick (but well thought out) response shows that you care about your customers and are committed to resolving the issue. Let the customer know that their voice is heard and that you value their opinion.

Apologize sincerely.

It's natural to feel defensive when your brand gets negative feedback. It's your baby, after all! But it's important to stay calm and professional. Don't argue with the customer or make excuses. Instead, offer a sincere apology for and take steps to resolve it.

Take the conversation offline.

While you need to acknowledge the review publicly, some issues are best discussed in private. The last thing you need is for the situation to escalate in the comment section. So offer to continue the conversation through DM, email or phone. This protects everyone's privacy -- and you can offer a more personalized solution to your customer.

Offer a solution.

Make sure you address the specific concerns the customer is sharing. This shows that you've read their feedback and are taking it seriously. Whenever possible, you should also offer a solution to the problem. This could be a replacement product, a full refund and/or a discount on a future purchase. Show your customer that you're willing to go the extra mile to make things right.

Learn from the feedback.

Negative feedback never feels great. But they can give you valuable insights about how you can improve your products or brand. Use this experience to make necessary changes and prevent similar issues from popping up again. Feedback is the key to growth!

Examples of good responses

Responding to negative product reviews requires tact and empathy. Here are a few examples that can be tweaked based on your specific brand:

“This moisturizer made my skin break out! I had high hopes, but now my skin looks worse than before.”

Hi <Customer’s Name>, we’re truly sorry to hear about your experience with our moisturizer. Everyone’s skin is unique, and while we strive to create products that suit all skin types, we understand that sometimes a product might not work as expected. We’d love to learn more about your experience and help find a solution that better suits your needs. Please reach out to our customer service team at <email> so we can make this right.

“The dress I ordered looked nothing like the picture. The quality is cheap, and it doesn’t fit well.”

Hi <Customer’s Name>, we apologize that the dress didn’t meet your expectations. We aim to share accurate product photos and descriptions, so we’re sorry this missed the mark. Your feedback is important to us, and we’ll review this product listing to make sure it better reflects the actual item. We’d be happy to help with a free return or exchange. Please contact us at <email> so we can resolve this for you. Thanks for bringing this to our attention.

“I booked a haircut and color service, but the stylist didn’t listen to what I wanted. Now my hair is a mess, and I’m so disappointed.”

Hi <Customer’s Name>, we’re deeply sorry that your recent visit didn’t meet your expectations. We always strive to provide a personalized and satisfying experience, so it’s concerning to hear that this wasn’t the case for you. We’d appreciate the opportunity to discuss your experience further and make it right. Please reach out to our salon manager at <phone/email> so we can arrange a complimentary follow-up appointment with a senior stylist. Your feedback helps us improve, and we hope to welcome you back soon.

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